Tethr

DECEMBER 5, 2022

In this blog on IVR data and customer loyalty, we discuss whether your reason codes are useful or if they're just clouding the waters.

Interactive Voice Response 62

Interactive Voice Response 62

ShepHyken

OCTOBER 4, 2019

Principle #1 Capture powerful customer data. It is critical to learning about them on an individual level, so is capturing their data. It can capture customer data including average spend, visit frequency, lifetime value, itemized purchases, and competitive benchmarks. Principle #2 Re-engage customers.

Benchmark 302

Benchmark Feedback Customer retention Consulting 302

Peter Lavers

DECEMBER 7, 2017

Dimension Data spoke to Peter Lavers, director of WCL Customer Management, to get his insight on LBS’ impact on the customer and what businesses can do to prevent location-based services overwhelming their audience. You can read the full article on the Dimension Data blog , and please join the conversation on Twitter or LinkedIn.

Marketing 100

Marketing Management CRM Analytics 100

Cisco - Contact Center

APRIL 18, 2024

It’s a cloud-native, AI-powered approach to highly distributed security for AI-scale data centers tha… Read more on Cisco Blogs Today we introduced the most consequential security product in Cisco’s history: Cisco Hypershield.

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Cisco - Contact Center

SEPTEMBER 13, 2023

Codes of Conduct may be used as appropriate safeguards for cross-border transfers under Article 46 of the European Union General Data Protection Regulation (GDPR). Today, the EU Cloud Code of Conduct… Read more on Cisco Blogs

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Cisco - Contact Center

APRIL 24, 2024

This month marked a significant milestone in the technology services industry as the NTT Group celebrates the formation of NTT DATA, Inc. and NTT DATA. It also… Read more on Cisco Blogs by combining the services of NTT Ltd.

Technology 52

Technology 52

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. While marketers today are challenged with making sure they have the best technology to leverage available data to drive more personalized experiences, many don’t know where to start.

Customer Experience 296

Customer Experience Personalization Marketing Analytics 296

ShepHyken

AUGUST 30, 2019

By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers. In order to make the right decisions, you’ll also need proper customer data management. appeared first on Shep Hyken.

Airlines 263

Airlines Metrics Advertising Sales 263

ShepHyken

MAY 31, 2019

You can also use analytics data to better understand your customer demographics, interests and behaviors. Services such as ReputationDesk can help brands track, monitor and react to feedback across the web and social media, allowing them to use real data to shape their customer experience strategy. Use customer feedback constructively.

Customer Experience 294

Customer Experience Feedback Construction Personalization 294

Cisco - Contact Center

APRIL 11, 2024

Cisco Full-Stack Observability brings application observability together with security intelligence and risk assessment for comprehensive business-focused oversight Businesses in all sectors and… Read more on Cisco Blogs

Management 98

Management 98

Cisco - Contact Center

DECEMBER 5, 2023

On 27 November the European Council adopted the EU Data Act , a first-of-its-kind law that aims to unlock the value of ‘industrial data’ in the European Union (EU). It will enter into force early 202… Read more on Cisco Blogs

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Beyond Philosophy

SEPTEMBER 28, 2016

That was over two years ago—ironically around the same time as the Yahoo Data breach. Later, when Yahoo account holders think of the brand, they will remember feeling afraid, angry and disappointed that it lost their data to hackers, where it ended up on the black market. Whether Yahoo is to blame or mishandled the data is yet unknown.

Accountability 419

Accountability Big data Sales Consulting 419

ShepHyken

DECEMBER 14, 2018

CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Especially as businesses process more customer data than ever before and often this data is siloed in different departments and systems. Customer loyalty is built on trust. Proactive cyber security.

Customer Experience 259

Customer Experience Government Coaching Customer retention 259

Tethr

MAY 29, 2023

Learn how to access your voc data with Tethr's innovative customer listening platform. Recording calls but missing insights?

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Cisco - Contact Center

AUGUST 4, 2023

In an ongoing effort to prioritize data security and privacy for Secure Email Threat Defense customers, we’re excited to announce the opening of two data centers in the Asia Pacific region: one in A… Read more on Cisco Blogs

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ShepHyken

SEPTEMBER 6, 2019

With an increasing number of high visibility data breaches every year and mobile playing a more prominent role in everyday transactions, consumers are not only becoming more aware and involved in protecting their identities but also demanding more secure, easy and seamless transactions.

Accountability 236

Accountability Technology Personalization Customer Experience 236

ShepHyken

JUNE 28, 2019

Dimension Data research says that 56 percent of businesses expect transactions via telephone to fall over the next two years. But there remains an emotional intelligence divide between robots and humans as there is yet to be an AI able to effectively quantify human feelings and moods into unique data points or profiles.

Contact Center 279

Contact Center Self service Banking Airlines 279

Cisco - Contact Center

OCTOBER 26, 2023

More data does not mean better observability If you’re familiar with observability, you know most teams have a “data problem.” That is, observability data has exploded as teams have modernized their a… Read more on Cisco Blogs

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Cisco - Contact Center

OCTOBER 18, 2023

In today’s world, there is no shortage of data. One of the biggest challenges [1] the sustainability community – tec… Read more on Cisco Blogs So, you’d think that building a sustainable IT infrastructure is easy. Think again!

Benchmark 78

Benchmark Government Analytics 78

ShepHyken

NOVEMBER 16, 2018

Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information. These two specialized devices had their own particular difficulties and favored the organization more; it was at their circumspection what data to give out.

Technology 242

Technology Chief Customer Officer Education Big data 242

Cisco - Contact Center

OCTOBER 23, 2023

Leaders at most modern organizations would readily agree that data is critical to today’s digital-first businesses. Maybe that’s why there are so many metaphors about data with comparisons to oil and … Read more on Cisco Blogs

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ShepHyken

SEPTEMBER 20, 2019

For example, if sales updates information about a customer contact in a CRM system, that information will be pushed to the support software so both teams have the most relevant data. This is just one way businesses are taking a smarter, data-driven approach to support information to keep customers happy.

B2B 270

B2B Customer Support CRM B2C 270

Cisco - Contact Center

MARCH 18, 2024

This means, starting now, our customers will begin to see the benefits of the power of our technologies coming together… Read more on Cisco Blogs Today, we are excited to share that Splunk is now officially a part of Cisco.

Technology 98

Technology 98

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. Utilize data to individualize customers. The post Guest Blog: Why Customer Satisfaction Is a Myth appeared first on Shep Hyken. Satisfactory is a rating.

Customer emotions 308

Customer emotions Marketing Customer Experience Customer Service 308

Cisco - Contact Center

JANUARY 23, 2024

It’s no secret that data breaches and security vulnerabilities can wreak havoc on businesses. The key to safeguarding your o… Read more on Cisco Blogs Protecting your organization against cyber threats is a top priority.

Management 94

Management 94

ShepHyken

MARCH 22, 2019

Carnival Medallions access passengers’ data stored in the cloud, so everything from their name, cabin number, passport information and on-board charges is instantly available, powering faster check-in and boarding and an easier, more efficient experience throughout the cruise.

Customer Experience 270

Customer Experience Banking Technology Consulting 270

ShepHyken

AUGUST 25, 2017

They use data from what the customer is saying to personalize the interaction. Because they can mine significant amounts of data in moments, chatbots can be very powerful. The post Guest Blog: The Do’s and Dont’s of Using Chatbots for Customer Service appeared first on Shep Hyken.

Chatbots 369

Chatbots Customer Service Best practices voip 369

Cisco - Contact Center

APRIL 13, 2023

What do you do when you need to scale your data center infrastructure, but you don’t have time to manage additional hardware or budget for additional staff? It boils down to systems simplicity and o… Read more on Cisco Blogs

Management 98

Management 98

ShepHyken

NOVEMBER 9, 2018

While maintaining CRM data accuracy can be time-consuming, a dedicated virtual web assistant can provide your customer information is always kept up to date, making it easier to track interactions over time and improve your overall engagement strategy. Order Management and Data Entry. Order Processing.

CRM 239

CRM Enterprise Benchmark outsourcing 239

ShepHyken

FEBRUARY 3, 2017

This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. Read Shep’s latest Forbes Article: Collect Data Through The Customer Service Center To Improve The Customer Experience. Kaleidoscope service, I like it! Shep Hyken.

Customer advocacy 173

Customer advocacy Customer retention Customer Service Customer Experience 173

ShepHyken

JULY 19, 2019

This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want. powerful combination of Artificial Intelligence and Data? gives customers the experience they want.

Customer Experience 240

Customer Experience Technology Personalization 240

ShepHyken

MARCH 29, 2019

The art of crafting an optimal price entails persuading customers that your prices are the best bargain in the market (Amazon is brilliant when it comes to building the right price perception) and considering hundreds of variables (customer behavior, business goals, weather, and market data, to name a few) to base your prices on.

Customer Experience 263

Customer Experience Accountability CRM Enterprise 263

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems.

Management 107

Management APIs Engineering Government 107

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. In our latest blog we explore this trend, highlighting some key findings from the ContactBabel UK Customer Experience Decision-Makers’ Guide 2021. Published on: January 17, 2022.

Analytics 127

Analytics Customer Service Best practices outsourcing 127

ShepHyken

DECEMBER 29, 2017

Storetraffic provides software and hardware to businesses who wish to use people traffic counting data to improve their service levels and more. The post Guest Blog: Customer Service in Retail – Infographic appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 224

Customer Service Customer centricity Service level Marketing 224

ShepHyken

JULY 12, 2019

Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers. Understand Your Facilities Through Data Collection. Facility data is complex – it spans every location, asset, work order, invoice and contractor you’ve ever worked with.

Customer Experience 270

Customer Experience Technology Enterprise Analytics 270

Nuance

JANUARY 28, 2022

Every January 28th, we celebrate Global Data Privacy Day (also known as Global Data Protection Day), to spread awareness about the importance of respecting privacy, safeguarding data, and enabling trust. I connected with employees across Nuance to hear what they had to say about data privacy, and what it means to them.

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